That means, executives need to understand that digital transformation doesn't start and end with the technology housed in IT. It's something that every department needs to consider -- just like cybersecurity, according to Gartner. Products that are client- or customer-facing should be approached with respect for the end-user, ensuring their digital experience is as user-friendly as possible, and that might mean involving departments like marketing and product development. In fact, Gartner goes as far as to recommend reallocating resources to digital transformation from other areas if possible, just to ensure that the customer and client experience are top notch.
A lot of what businesses do is often boiled down to the ROI on an initiative, and CEOs are seeing the value in digital transformation, according to Garter. Of the respondents, 46 percent cited that they expected the biggest value from their products would come from digital transformation by the year 2019. The Appian survey found similar, with 75 percent of business executives citing that a custom approach would create a personalized customer experience, which 19 percent say will increase ROI. In addition to ROI, 31 percent feel a custom solution will help meet compliance regulations and 19 percent feel it will help with customer retention, which can also be tied to ROI.
And defining the ROI on digital transformation might mean all the difference, "In this era of doing more with less, CIOs shouldn't expect that their business leaders will feel obligated to dedicate their businesses to a digital transformation without a clear and significant impact on the bottom line, and perhaps more importantly to their employee and customer experience," says Beckley.
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